About the role:
The Customer Service Manager is a customer-orientated role which is responsible for coordinating and maintaining the contractual agreement between InterCloud and its B2B customers for the deployed solutions.

This opportunity is definitely for you if you are interested to grow in the Cloud and Network industry.

Your Missions:
Reporting to the Senior Customer Service Manager, your mission will consist of:

• Prepare and manage monthly or quarterly meetings with customers.

• Prepare and present monthly or quarterly reports (compliance with SLA agreements, incidents, solution status, KPIs) from customers.

• Manage all areas of improvement, customer complaints (including those related to customer invoices) and analysis of incidents.

• Review all internal customer incident reports and generate an RCA (Root Cause Analysis) or RFO (Reason of Outage) document to communicate.

• Handling customers escalations, you will be part of the customer escalation matrix.

• Following Change and Incident Management process with L1, L2, OPS teams and Customers.

• Provide solution usage analysis and recommendations based on customer forecasts.

• Provide customers with up-to-date documentation, including the Customer Service Guide (Operation Management Plan).

• To challenge and influence other stakeholders inside the company to increase customer satisfaction.

This position is for you if…

• You have previous experience as Customer Service Manager or Project Manager, ideally in the Telecom/Cloud industry(B2B).

• Previous Technical Support or Technical Integration experience necessary in order to provide the required balance.

• Having an ITIL certificate will be an asset.

• You are fluent in English/French.

• You are goal oriented.

• You live in Paris area

• Recruiter : call 15/30 min
• Manager : Interview 1h
• Member of the Team : Interview 1h
• HR Manager : 45min